Technical Support Engineer

Seeking a highly skilled Production Support / Site Reliability professional to ensure the stability, performance, and reliability of our production systems. This role involves proactive monitoring, rapid incident response, deep technical troubleshooting, and close collaboration with Engineering, DevOps, and Support teams. The ideal candidate will have strong experience in incident management, observability tools, cloud platforms, and database analysis, with the ability to communicate clearly during high-severity incidents and customer escalations.

• Monitor production systems, including APIs, databases, and customer-facing applications, to detect performance degradation, outages, and authentication issues
• Troubleshoot application errors, API failures, and database slowness using logs, metrics, and traces
• Analyze logs using Datadog and Elasticsearch to identify root causes and performance bottlenecks
• Lead and manage Sev-0 / Sev-1 incidents as Incident Commander, coordinating with Engineering, DevOps, and Support teams
• Respond to and resolve production tickets, including major customer escalations
• Provide real-time, proactive incident updates to customers and internal stakeholders
• Perform deep log analysis to identify recurring issues and validate fixes
• Improve monitoring and alerting by maintaining Datadog dashboards and documentation
• Proactively monitor critical alert channels (production, database, security) to ensure rapid response
• Use AWS services (S3, SQS, CloudWatch, IAM, AWS Health Dashboard) for troubleshooting, log analysis, and service health validation
• Execute read-only queries on MySQL / PostgreSQL to validate production data and support root cause analysis
• Analyze NoSQL data using MongoDB Compass
• Debug and reproduce issues using Postman and REST APIs
• Create and maintain RCA documentation and technical support notes